What are the responsibilities and job description for the Service Dispatcher position at VIBRANALYSIS INC.?
Vibranalysis is a leader in geotechnical, structural, and environmental monitoring in New York City. For over 37 years, we’ve helped our clients efficiently and safely monitor and document construction of civil and commercial development projects. We are currently seeking a Service Coordinator / Dispatcher to join our team.
The Service Coordinator / Dispatcher is core to the organization’s success and requires excellent communication skills, attention to quality, and ability to hold others accountable. This opportunity requires you also have had a minimum of 2 years of experience in construction scheduling, or logistics scheduling, and experience working with a CRM or Service System.
For the right candidate, you will have the opportunity to be at the center of all the action and learn how the entire organization works from start to finish on any project.
Compensation and Benefits
● $65,000 - $75,000
● Health/Dental/Vision Insurance
● Ongoing Paid Training
● 401k with partial matching
● Continuing Education
● Opportunity to advance
● Serve as the point of contact and communication between clients, project managers, sales, and field service team to ensure installations, maintenance, monitoring, removals, and other types of service tickets are scheduled and are completed and accurate.
● You will become the organizations service management system expert to educate and train others in the organization.
● Ensure and hold other accountable for entering all communications, notes, time, and expenses into the service software system.
● Evening and weekend scheduling work required as necessary. This position also requires you to be in the office at 7am to 4pm.
● The Service Coordinator / Dispatch is responsible for coordination and communication of all service work ranging from installations, maintenance, monitoring, and removals.
● Responsible to driving high utilization and efficient dispatch distribution of Field Service Team to accomplish the work that is required to be completed in a timely manner.
● The Service Coordinator / Dispatcher will document detailed notes, and gain a thorough understanding of the service requirements to meet and exceed clients’ expectations.
● Manage the Field Service Teams certifications, training, and schedule.
● Qualify client issues and open support tickets
● Coordinate between project managers, field staff and inventory management to prepare field team for daily installs and site service.
● Work directly with the Network Operations Team to identify units that require service and schedule to repair in a timely manner.
● Monitor resource schedules to ensure prompt time entry/completion of service requests.
● Owner of all service tickets on the dispatch board and holding all resources responsibility for entering complete and accurate information to drive the ticket to completion.
● Reviewing contract requirements, SOE drawings, and business standards to ensure service tickets accuracy of information to support the success of the Field Service Team.
● Provide continuing education to field team on how to update tickets, properly document information, and how to clearly communicate.
● Provide Quality Control and Quality Assurance on all service tickets, leveraging insights to drive continuous improvements.
● At least 2 years of construction, construction services, or logistics scheduling experience.
● Strong written and verbal communication skills to articulate clearly with various departments.
● Excellent interpersonal skills
● The ability to hold others accountable for their work
● High fluency with computers, software, cloud services, and working on multiple monitor.
● Ability to remain calm and deliver clear instructions under pressure, similar to a 911 dispatcher.
● Proven experience in driving service teams to high utilization, efficient dispatch, and holding teams accountable.
● ConnectWise experience - nice to have. If no experience we will provide extensive training for the right candidate.
● Ability to multitask effectively in a high pressure environment
● Excellent decision-making and problem solving skills
● Familiarity with ITIL
● Fluent in reading and writing English – this position will require writing emails, documents, and reading contracts.
● Additional languages that are helpful in this position: Spanish
This position is required in the office 5 days a week. Office hours are 7am to 4pm. When required, work will be required on evenings and weekends. The office is located the Mott Haven area of the Bronx, conveniently located by the 6 train.